Shipsurance Avis 272

they are impossible to reach, i can't even get my claim reviewed and question answered properly because every call goes to voicemail, every email comes back with same script. i should have just get insurance directly from the shipping company, now i have to lose money to replace a 700 dollar sale to my customer. stay away NOT WORTH IT.

I’ve used Shipsurance for shipping coverage and recently had a situation that left a really bad impression.
I filed a claim for a lost package (around $595), and the claim was approved and paid out. Weeks later, the package unexpectedly showed up — which I understand can happen. At that point, Shipsurance reached out requesting reimbursement.
The issue is not the reimbursement itself — I completely understand that part.
The problem is how it was handled.
First, I was given incorrect information and told the package had been delivered back to me, which was not true. After clarifying that it was actually delivered to my customer, I was then asked to contact my client and have the item returned.
From there, the communication became extremely aggressive and rushed. I was repeatedly asked for immediate repayment — even though I did not have the item back in my possession yet. When I asked if return shipping would be covered (since this situation was outside of my control), I was told no and that payment was still expected immediately.
This puts small businesses in an unfair position:
I’m expected to return funds before recovering my product
I’m responsible for coordinating the return with my client
I’m also expected to cover additional shipping costs
And I take on all the risk if the customer never sends the item back
On top of that, I felt pressured into sharing my client’s contact information, which I now regret, as it crosses a line in terms of customer privacy.
The tone and urgency throughout the process felt more like pressure than support.

I operate a high-volume e-commerce business that ships approximately 50,000 packages per year. We insure all high-value shipments through ShipSurance and spend thousands of dollars annually purchasing coverage. ShipSurance is our primary shipping insurance provider.

We filed a claim for a shipment valued at $390+ that was mistakenly picked up by the United States Postal Service (USPS) even though it carried a UPS label. USPS has confirmed in writing that they accepted and scanned the package, but determined the label had insufficient postage. USPS has further stated they will not deliver the package, will not allow additional postage to be paid, and will not return the item to us or to UPS.

In other words, USPS is in possession of the package and it is effectively lost in transit through no fault of our company.

Despite this, ShipSurance denied our claim, stating there is “no record that the package is in the mail stream.” This statement is demonstrably false.

We provided tracking information showing USPS possession, emails from the USPS Small Business Support team confirming the situation, and all requested documentation, which was uploaded directly into ShipSurance’s claim portal at their request.

Additionally, ShipSurance provides no meaningful customer support, as their phone lines go unanswered and there is no practical way to resolve disputes.

We purchased insurance specifically for situations where a shipment is lost while in carrier possession. That is exactly what occurred here.

ShipSurance is refusing to honor the policy we paid for despite clear documentation.

We are requesting that ShipSurance immediately review the evidence already submitted and approve payment of the insured value of this shipment.

Failure to resolve this matter will force us to reconsider our ongoing business relationship and pursue additional remedies.

Awful policies, we paid extra to have a $2K shipment covered by Shipsurance, since we are a business and UPS picks up from us, that package was not scanned, we shared video proof with them showing the UPS Driver taking the package from our business but still said that it was not valid

They love when you pay them, they DON'T when they have to pay you.

Would not recommend. If you have an alternative I’d suggest you use it.

My business insured 1000s of packages with this company.

I’ve prob had less than 20 that have been lost. However this company refuses to honor the insurance. The latest situation is of a $700 package that ups admitted they lost.

Shipsurance refuses to pay for it.

DO NOT USE!!

Stay away from this business.

We are very disappointed with their service. It is clear that the company intentionally delayed the process and then allowed claims to expire, which we consider an unacceptable business practice.

As a result, we will no longer use their services. This company has been placed on our internal blacklist for future business dealings.

I requested package insurance, but it turned out to be completely unnecessary and a waste of money. When I reached out for help, customer service was dismissive and unprofessional. Instead of addressing my concerns, they made the situation even more frustrating.

Poor service and bad business practices — I would not recommend this company.

This made the claim process so easy and quick. In the past I often would have let lost items go because the process was never smooth. This was just a few easy steps and I was reimbursed within a few days. Highly recommended!

been on shopify for about 3 years. I used to file claims directly through UPS/USPS. Now that we solely use Shipsurance, it's so much easier to take care of customers whose packages go missing, get damaged, etc. Their quick tag menu for naming the screenshots/docs i send them can use some updating, but overall, this has made me a much better merchant because there's less risk for both me and my customers. You show proof, they reimburse you. It's a matter of screenshots and now having to type everything out, list prices, etc etc. Simple. Thank you.

What a profound difference Shipsurance has made. Shipsurance has provided us with a simple way of filing claims, prompt customer service, and speedy approvals. Shipsurance is highly recommended! Try it today!

The claim moved along smoothly so we could compensate our customer as quickly as possible.

Honestly would consider them to be somewhat of a scam due to recent experience. Our ecommerce business insured an order that was delivered with damage. The customer informed us of this, and included a photo showing the product damaged.

We provided the requested documents: invoice, product damage that the customer sent to us. Then almost within 5 minutes, we got an email with further document requests. They want more proof of product value, more photos.

We asked the customer to take more photos, which they begrudgingly did. Email back an hour or so later, asking to see outside of box. There was never an issue with the outside of the box, it's the product itself that was damaged.

We used them to insure every order, they could check the insurance history themselves to see this truly was a once in thousand occurrence, and their response was basically to exhaust us and our resources to chase less than $100 in coverage.

Dishonest, will be using another shipping company and insurance provider (also avoid ParcelGuard, their other company name).

Avoid Shipsurance at all costs. If I could give zero stars, I would. We are a small business and paid for $3,000 of insurance on a large shipment. The package arrived at its destination completely mangled, with a massive, gaping hole in the side. The vast majority of the units had fallen out and were lost forever.

What followed has been a masterclass in bad-faith insurance practices. We have been going back and forth for weeks, submitting over 30+ images of the destroyed box, the packaging, the remaining damaged items, invoices, and detailed proof of value. Each time we complete their checklist, they invent a new, more absurd one.

Their latest demand? That we individually photograph all 1,500 units that were damaged inside the box. This is after we already sent photos of the entire damaged lot. It is an impossible, insulting request designed for one purpose: to make us give up on our legitimate claim. They are ignoring the 9,000+ units that are completely missing and focusing on creating an administrative nightmare.

This company's business model appears to be collecting premiums and then creating an endless loop of bureaucratic nonsense so they never have to pay out a claim. It is a scam, plain and simple.

I demand immediate outreach from a senior manager or executive to resolve this claim and process our payment in full. Do not use this company unless you want to throw your money away.

Like everyone else on this page, I'm losing my mind over how fraudulent this company is. I insured a packaged for $3,000. Received it with a MASSIVE hole in the side. 50%+ of the items fell out and are gone. The other 50% are smashed and damaged.

I've supplied more than enough documents to meet their requests and Emma Rodgers continues to decline submissions with little to no context.

Truly a shame a business runs with these types of practices. The box looks like it was ran over by a truck, fully insured, and now I need to spend countless ours trying to satisfy requirements that seem to be simply unobtainable by design.

Come on shipsurance... do better than this.

I have been rail roaded and given the run around by ship saver insurance for weeks and weeks now. I have spend thousands and thousands of dollars insuraing hudreds of package. With my first claim ever with them, they refuse to pay it. Going so far as to say i did not use their service on the shipment. Ebay and even their own site clearly shows i did. I am sad about losing this money but even more sad0 that i see i honestly relied on them for all.my packages, only to know now they behave in this manner when a claim is filed. Their site is close to impossible to navigate. Links leading to no where. Then, when i did finally find areas to leaves messages, they were never answered. I had to go through ebay to contact them. That's when they casually replied my package(s) were never covered by them. So sad companies revert to effectively stealing from us normal people with micro businesses. In the future, i will use the more expensive usps insurance, but at least i know the usps is legitimate.

Easy process! Very responsive!

Shipsurance always processes my claims promptly and professionally. Great to have that reassurance when you ship.

Shipsurance has really perfected their claim process with excellent communication, prompt replies and quick claim approval. We use this company for all of our Etsy vintage items.

I own an e-commerce business and we spend thousands with Shipsurance insuring every package with a value over $200. A couple weeks ago we filed our first damage claim and it has been a nightmare since. We filed 4 different claims since the shipment consisted of 4 pieces and all were damaged during shipment. Total insured value we paid for was $8800 and we requested just a fraction of that for repair costs after getting a repair estimate (which they requested). Items were packaged to the industry standard and were packaged the same way we've packaged hundreds of items in the past with no issues.

Shipsurance requested multiple photos and information repeatedly of the same items. Practicing patience we provided everything that was requested. The last request from them was for further photos of the damage on the items, which we provided. A few days later our claim was denied for "insufficient packaging" which is odd consider the last request for photos from them was for item damage, not packaging (packaging photos were provided weeks earlier). My follow up email to my representative requesting a re-evaluation has gone unanswered for days now.

This company will do whatever they can to deny claims, despite us spending thousands with them over the years. It's highly disappointing to now realize we've had false trust in Shipsurance after all these years.